First of all, I would like to thank all those who participated in this informal survey and took it seriously. Most of you were smart enough to understand that this was not a science project at MIT that needed strict experimental and statical control or intended to start a flame war for or against any dealership. It was simply to get a "gut feel" consensus for dealers around the greater LA area. What I was looking for was consistency for particular dealers and the stories that went along with the good or bad experience. To a few of you smartasses that did want to make this a science project at MIT, conduct your own survey and take your .02 with you.

Second, I really appreciated the constructive criticism and the corrections that everyone had. Some very valid points were made which I totally agree with:

1. I listed Savage and Ontario as separate dealers. I believe they are one in the same.
2. I missed listing Vasek Polak, Rusnak, and Beverly Hills for the LA area. I also missed Cutter, Grubel, Home Motors and Palm Springs, since I did say "So. California" dealers. I ignored San Diego County totally. My apologies.
3. "It is not fair to judge an entire dealer based on one person's attitude." I totally agree, but I think most of the respondents didn't make judgments based on one person, rather, three or four people at the same dealership with the same attitude without resolve.

Lessons learned and interesting notes:

1. For some of you, this was very therapeutic in that you felt wonderful after venting your thoughts. For most of you, it made your blood boil just to relive the experience. I congratulate all of you for using such creative words and expressions of the English language.
2. Some of you suggested that if you are unsatisfied, you should complain directly to the sales manger, the service manager, or the general manager. I think for most of us, this was obvious. The point is that we did complain, but they simply did not care to do anything about it.
3. Some of us even followed up with a written complaint to the dealer and BMW NA. Again, no response from either.
4. Prejudice was another very common factor. Many of you mentioned that you are simply ignored because of the way you looked, i.e., not "rich" enough or "old" enough to own a BMW.
5. Some of us found BMW dealers in general were not up to par as compared to other car dealers of equal caliber like Mercedes or Lexus. It appears this feeling is not isolated to the LA area. I especially appreciated those of you that responsed from out of CA regarding your experiences with your dealers across the country.

Honorable mention:
Kevin Hite of Shelly BMW in Buena Park takes home the gold for the best sales experience. Congratulations!

Results (as of 5/22):
Nick Alexander Imports (Los Angeles): Good sales=0, Good service=0, Bad sales=1, Bad service=0
Assael BMW (Monrovia): Good sales=2, Good service=0, Bad sales=1, Bad service=4
BMW of Beverly Hills (Beverly Hills): No response Brecht BMW (San Diego?): Good sales=1, Good service=1, Bad sales=0, Bad service=1
Center BMW (Sherman Oaks): Good sales=0, Good service=0, Bad sales=1, Bad service=1
Century West BMW (No. Hollywood): Good sales=0, Good service=0, Bad sales=1, Bad service=0
Cunningham BMW (San Diego?): Good sales=1, Good service=1, Bad sales=0, Bad service=0
Crevier BMW (Santa Ana): Good sales=0, Good service=0, Bad sales=1, Bad service=0

Cutter BMW (Santa Barbara):        No response
Grubel BMW (Lancaster):       No response
Home Motors BMW (Santa Maria):     No response
Long Beach BMW (Signal Hill):      Good sales=1, Good service=1, Bad
sales=0, Bad service=0
McKenna BMW (Norwalk):        Good sales=0, Good service=0, Bad sales=3,
Bad service=0
New Century BMW (Alhambra):        Good sales=1, Good service=2, Bad
sales=0, Bad service=0
Pacific BMW (Glendale):       Good sales=1, Good service=3, Bad sales=3,
Bad service=0
BMW of Palm Springs (Palm Springs):      No response
BMW of Riverside (Riverside):      Good sales=0, Good service=0, Bad
sales=1, Bad service=1
Rusnak BMW (Pasadena):        No response
Saddleback BMW (Corona Del Mar):   No response
BMW of San Diego (San Diego):      Good sales=0, Good service=0, Bad

sales=1, Bad service=1
Santa Monica BMW (Santa Monica): Good sales=0, Good service=0, Bad sales=2, Bad service=0
Savage BMW (Ontario): Good sales=2, Good service=1, Bad sales=0 Bad service=2
Shelly BMW (Buena Park): Good sales=4, Good service=0, Bad sales=1, Bad service=3
Bob Smith BMW (Canoga Park): Good sales=2, Good service=3, Bad sales=0, Bad service=0
Sterling BMW (Newport Beach): Good sales=1, Good service=1, Bad sales=0, Bad service=0
Steve Thomas BMW (Thousand Oaks): No response Valencia BMW (Valencia): Good sales=0, Good service=0, Bad sales=1, Bad service=1
Vasek Polak BMW (Hermosa Beach): Good sales=0, Good service=1, Bad sales=0, Bad service=0

Again, thanks to all those participated and had a geniune interest in the survey.

Respectfully,
Insun Chang
'89 735i
BMW CCA 140984